Complaints Procedure

The Pyrite Resolution Board is committed to providing excellent customer service.  We undertake to listen to our customers and engage with them in assessing their level of satisfaction with our organisation and in responding appropriately to their feedback. 
 
If you have a complaint in relation to the services provided by the Housing Agency on behalf of the Pyrite Resolution Board, please refer to the Housing Agency Complaints Procedure which can be found here: Customer Care | The Housing Agency.
 
For complaints relating to any other services provided by the Pyrite Resolution Board please follow the procedures below.  Please note our Complaints Procedure does not cover complaints where there are statutory mechanisms in place to deal with them e.g:

  • procedures for the hearing and determination of appeals against decisions made by Decision Makers appointed by the PRB, on applications for inclusion of a dwelling in the Pyrite Remediation Scheme;
  • complaints regarding Data Protection can be referred to the Data Protection Commissioner.

 

How to make a complaint

Complaints should be made as soon as possible following the incident under complaint and should be made in writing to:
 
Pyrite Resolution Board
53 Mount Street Upper
Dublin
D02 KT73
Email: info@pyriteboard.ie
Tel: 1800 252 842
 

Information you should provide

Please provide as much information as possible to help us quickly investigate your complaint making sure to include the following details:
 

  • your name and address.
  • a contact phone number if possible.
  • details of the complaint.
  • how you would like us to resolve the problem.
     

How we will handle your complaint

The complaint will be directed to an appropriate member of staff for careful examination. This person will not have been directly involved in the original action which gave rise to the complaint.  In general, we will investigate and address complaints within a reasonable timeframe. We aim to acknowledge your complaint within 7 working days of receipt and to deal with your complaint within 14 working days of receipt.  If your complaint requires further investigation, we will let you know and keep you informed of progress.


If you are not satisfied with the outcome or handling of a complaint, you may request in writing that the matter be escalated internally to the General Manager.
 

Having exhausted our complaints procedure set out above, if you are not satisfied you may refer the complaint to Office of the Ombudsman.  By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us.  The Ombudsman provides an impartial, independent, and free dispute resolution service.


Office of the Ombudsman
6 Earlsfort Terrace
Dublin 2, D02 W773
Tel.: 01 639 5600
Email: complaints@ombudsman.ie
Web: www.ombudsman.ie